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News : Telkom Call Centre Waiting Times Tested

#contactcenterworld, @TelkomZAJohannesburg, South Africa, Aug 7, 2015 -- There appears to have been a significant decrease in waiting times at Telkom’s call centre over the past few weeks.

Telkom has been struggling since the start of the year with long hold times at its call centres, with customers complaining of waiting anywhere between 30 minutes to over an hour.

The operator admitted it was experiencing issues, explaining that the combination of high call volumes and extremely outdated systems were the root cause of the problem.

Some weeks later, illegal industrial action was added to the list of problems Telkom said was causing poor service levels.

Long waiting times have plagued the call centre for months, with hold times for Telkom’s "new services" division often exceeding 45 minutes at the start of July.

Our own tests of holding times at Telkom’s call centre during July confirmed these complaints. However, towards the end of July holding times decreased.On 30 July we called the Telkom 10210 contact centre a few times between 14:00 and 16:00 on both a landline and non-Telkom mobile phone, and found the following:

Fault reporting centre: it took 6-7 minutes to get through to Telkom Technical. New Services: calls were answered within 2-3 minutes. Moving a service (i.e. moving house): it took 16-18 minutes to get through to an operator.

A week later, 6 August, calls to Telkom’s new services division were answered immediately. It should be noted that we did experience a few dropped calls on the day we tested.

Telkom was asked to comment on the findings of our test, but the company was not able to provide feedback by the time of publication.

About Telkom South Africa:Telkom SA SOC Ltd. is a wireline and wireless telecommunications provider in South Africa, and operating in more than 38 countries across the African continent. Telkom is a semi-privatised, 39% state-owned company.

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